Cashback usually appears in your account within about 30 minutes. If it’s still missing, the store, payment method, or another condition of the offer may not have qualified for cashback. Check the points below to find out what might have happened.
Check that you accepted the cashback terms
You need to accept the ZEN Card Cashback Terms in the ZEN.COM app before making the purchase.
To check whether you've already accepted the cashback terms:
- Log in to the ZEN.COM app and tap your initials in the upper-left corner.
- Select “Documents”, then tap “Cashback consent”.
- Check whether you've already accepted the cashback terms.
If you accepted the terms only after completing the order, cashback won’t be credited for that purchase.
Check if the store was eligible for cashback
Not all physical stores are eligible for In-Store Cashback. Make sure the store where you made your purchase was listed in the ZEN.COM app with a “Shop in store” offer.
If the merchant was listed only under online cashback offers, purchases made in its physical stores aren't eligible for cashback.
In-Store Cashback is currently available only in Poland.
To learn how to find eligible stores, see: How does In-Store Cashback work?
Check how you paid
Your entire order must have been paid for with your ZEN card. You can also use your ZEN card through Google Pay, Apple Pay, or another mobile wallet.
Some offers may be available only for specific ZEN card types. Check the conditions of the offer in the ZEN.COM app to see which cards are eligible.
In-Store Cashback isn’t granted if you use another payment method, such as:
- PayByZEN
- PayPal
- Curve
- installment or deferred-payment services
Also check that the merchant category isn’t on the list of excluded categories.
I met the conditions but still did not receive cashback
If you’ve just completed your purchase, give it a little more time. Most cashback appears within about 30 minutes.
If the cashback is still missing and you followed the conditions above, there may have been a technical issue. Contact our Support Team, and we’ll check what happened.
If the required conditions weren’t met, cashback may not be credited, may be removed later, or access to Instant Cashback may be temporarily limited.
Do you need help? We are always here for you:
- in ZEN.COM app support chat (open the link on your mobile device, estimated wait time will display when connecting to an agent). To ensure that you do not miss a response from a support agent, make sure that the ZEN.COM app is allowed to send push notifications on your mobile device.
- in ZEN.COM Help Center chat. Choose the button displayed in the bottom right corner of your screen when browsing our Help Center to start a chat.
- via email hello@zen.com (we usually respond within 24 hours). When you contact us via e-mail, please send your message from the email address linked to your ZEN account.